Student II assisting Cincinnati Children's in AI governance and process improvement projects. Gaining real - world experience in designing workflows and collaborating with technology teams.
TD
Hybrid Business Process Manager I – Collections, Recovery Documentation & Quality Support
Posted last week
About the role
- Business Process Manager I at TD responsible for reviewing and improving US Customer Assistance (Collections & Recovery) procedures. Driving quality results and efficiency gains in documentation processes.
Responsibilities
- Responsible for communication and procedure content and review for all of US Customer Assistance (Collections & Recovery)
- Actively involved in reviewing work instructions, letters that are used, and communications
- Drive results in quality and timeliness of annual review of all documents including what goes out to Customers
- Create efficiency gains and validate accuracy in all areas
- Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions
- Promotes teamwork and handles any/all disciplinary actions, as required
- Leads a team of professionals and may be accountable for leading projects within a business area
- Ensures communication, implementation and/or training plans that are identified and detailed in order to implement projects and/or business initiatives
- Responsible for 25 processes of medium complexity
- Understands and contributes to the achievement of business strategy, goals and objectives
- Identifies and recommends process improvements and/or automation opportunities to enhance productivity and operational efficiency of the business
- Gathers, prioritizes and explains user requirements to support project activities, process improvements, systems development, etc.
- Serves as a consultant, providing advice, business expertise, and recommendations on business and/or operational processes
- Prioritizes and manages his/her own workload, and possibly the workload of others, in order to deliver quality results and meets pre-determined timelines
- Represents the business and provides coordination within the business, with external service providers and other areas within the bank, on high risk/impact, major projects, and/or operational processes
- Uses project management software / tools and applicable templates to prepare documentation, track, monitor and report information, and maintain database(s) as applicable
- Ensures accuracy in preparing and promptly completing all required supporting documentation for assigned projects/tasks (i.e., reports, change requests, presentations, invoices, correspondence/communications, tables, charts, files, etc.)
- Identifies, takes ownership and/or assists with resolution of issues as they arise, or escalation of issues as appropriate
- Participates as a member of the team in executing assigned deliverables within specified parameters
- Keeps business leaders and other team members informed and up-to-date about the status/progress of projects, and all relevant or useful information related to day-to-day activities
- Supports the project team and the business by continuously developing knowledge in own area
Requirements
- Bachelor's degree
- 5+ years bank operations experience
- Strong PC skills including but not limited to Microsoft Suite software
- Aptitude and training in Lean, Six Sigma and AOM with goal of getting some level of certification and expertise
- Expert level requiring advanced business knowledge
- Ability to consult on the largest and most complex projects
- Skilled in research, analysis, problem solving, metrics and reporting
- Ability to identify process gaps and weaknesses
- Strong interpersonal and influence skills to enable change without direct control
- Ability to prepare and present findings and recommendations in a methodical manner
- Skilled in time management and driving tasks to completion
- Strong verbal and written communication skills
- Demonstrated leadership skills
Benefits
- Health insurance
- 401(k) matching
- Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
- Banking benefits and discounts
- Professional development opportunities
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